Application Specialist - B2B SaaS Support & Trainer

We’re on the immediate lookout for an enthusiastic tech-savvy, personable and efficient Application Specialist who enjoys solving problems, understanding how software works, and helping customers become confident, self-sufficient users of our application. You’ll provide phone-based, email and remote video support for our Windows, Cloud-Based & Mobile software products. This role is ideal for someone who is articulate, personable, and thrives in a dynamic, multi-tasking environment., * Provide exemplary customer service over the phone, maintaining professionalism and a friendly tone.

• Quickly address and resolve customer inquiries; assess needs and deliver solutions via written, video, or oral instructions.
• Collaborate with team members to ensure rapid resolution of service requests.
• Maintain a positive attitude, even on demanding days.
• Build familiarity and rapport with customers.
• Reproduce and document software issues when necessary and work with the development team toward resolution.

The role requires the ability to think quickly, prioritize effectively, communicate clearly, and keep things moving without sacrificing the customer experience. During the quieter moments, this position will work to improve communications with the customers - creating or refreshing training resources, identifying recurring questions, and developing better strategies for helping customers use the software successfully.

The ideal candidate will be comfortable and productive in both service and training environments. You will get to know the users, understand their operations, and develop professional relationships with them., Essential -

• Strong organizational skills with experience using in-house ticketing systems to ensure customer issues are understood and resolved.
• Capability to learn and troubleshoot our internally developed products effectively.
• Excellent communication skills; adept in managing multiple tasks.
• Proficiency in Microsoft Office and familiarity with Windows IT environments.
• Create and update knowledge-base articles, tutorials, quick-reference materials and instructional videos.
• The use of AI in your job is encouraged!

Desirable -

• Experience with LLMs
• IT Experience with Azure Server Farm, Windows Servers, DHCP, DNS, and Active Directory.
• Email server configuration.
• Knowledge of SQL Server operations and network troubleshooting.
• Microsoft Certifications.
• Accounting background.
• Conduct live software training for new and existing customers.

• Be part of an established, with ongoing development software company
• Real impact-your insights directly shape how we improve customer experience
• Salary of $60,000-$64,000 annually, depending on experience.
• Paid time off
• Full-time, Monday-Friday 8-5pm position.
• Camaraderie In-Person at our Littleton, CO office
• Direct interaction with customers, product development and company leadership., Your desk in Littleton is waiting for you. Become part of a team that’s as invested in your success as we are in ours.

Pay: $60,000.00 - $64,000.00 per year

Benefits:

• Paid time off

At Fake Brains Software, we’re more than just a software company; we’re pioneers in providing cutting-edge solutions to the newspaper and media industry. For over three decades, we’ve been empowering publishers with robust tools that streamline their operations from prospecting to publishing. Join us to be part of a team that stands as a beacon of innovation in media technology.